The Story Behind Hey Geraldine’s Development

Hey Geraldine, Peterborough City Council’s pioneering AI social care assistant, is transforming the way practitioners access expertise and deliver technology-enabled care (TEC). This innovative tool is the result of a unique partnership between technical leaders Datnexa and change management specialists Outcomes Matter Consulting, each bringing crucial strengths to create a solution that genuinely works.

The Origins of Hey Geraldine: From Practitioner Wisdom to AI Innovation

The inspiration for Hey Geraldine came from meeitng the team. Geraldine Jinks, a highly respected occupational therapist, spent decades as the council’s go-to expert, fielding constant questions about TEC solutions and best practice. Realising that demand for her knowledge meant untapped potential for wider staff empowerment, Peterborough City Council sought to “clone” Geraldine’s expertise, resulting in the Hey Geraldine AI chatbot.

Datnexa: Technical Innovation and AI Tooling That Works

As Peterborough’s Impact Innovation Partner, Datnexa was selected to bring Hey Geraldine "from page to product." Their expert team built a comprehensive, secure knowledge base, drawing from local policy, practice, and first-hand insights, which forms the foundation of the AI assistant.

Key technical achievements include:

• 24/7 Expertise: Practitioners access instant answers, advice, and guidance, including on bank holidays.

• Deep TEC Knowledge: The AI draws from an evolving evidence base and knows about cutting-edge care technology.

• User-Friendly Interface: Embedded seamlessly in staff workflows, including Microsoft Teams.

• Data Privacy and Governance: Datnexa closely supported all compliance, including Data Protection Impact Assessments and ongoing security reviews.

The combined team ensured continuous product improvement, running weekly “huddles” with practitioners to refine Hey Geraldine’s capabilities and iterate based on real user feedback.

“By naming our AI tool ‘Hey Geraldine,’ we aim to embody her spirit of helpfulness and expertise, ensuring practitioners can access reliable, real-time information and support whenever they need it.” Datnexa Product Team

Outcomes Matter: Leading Change Management for Success

Outcomes Matter Consulting played a pivotal role in embedding Hey Geraldine into the fabric of adult social care. Their change management expertise ensured achieving deep practitioner engagement, continuous learning, and true organizational change.

Key activities included:

• Stakeholder Engagement: Involving frontline staff in co-design from day one, with frequent user testing and open feedback.

• Change Facilitation: Delivering workshops and communications to upskill practitioners and build confidence in AI.

• Iterative Improvement: Outcomes Matter facilitated the real-time feedback loop, driving feature enhancements so Hey Geraldine truly met staff needs.

“Hey Geraldine saves the OT team 15 minutes per conversation—allowing more time to support complex cases and improve care outcomes.”— Deputy Therapy Manager, Peterborough City Council

The demo version is now live.

Lasting Impact and National Recognition

In just its first months, Hey Geraldine has:

• Saved over 300 staff hours in six weeks.

• Enhanced workforce confidence in TEC adoption.

• Freed expert practitioners to focus on complex cases.

Hey Geraldine stands as a model of responsible AI and real-world digital health solutions, uniting technical excellence from Datnexa with trusted change management from Outcomes Matter, all in the service of better outcomes for people and communities.

If you'd like to see how we can help your local authority visit HeyGeraldine.co.uk